You know how it is with getting major ink done: you think about your design forever, figure out how to articulate it, put aside money/time, research the hell out of shops and online portfolios. I did all that--and made the significant mistake of choosing Salem Ink.
Matt's portfolio looked fantastic, and his style seemed like a perfect fit. And I'd been especially excited because Loki, the owner, took the time to record an intro on the site about how he'd had bad experiences with artists who acted like he wasn't worth their time, so he wanted to open a shop where "everyone who walks through my door" was treated professionally and "with the respect they deserve."
I filled out the required contact form fields, including both e-mail *and* phone number, said how excited I was for the reasons above, and described what I wanted. I also said I preferred to communicate by e-mail, but to feel free to call me if needed to set up an appointment.
I received a reply from Loki within two days. His response, which came from a Hotmail account(!), just said he would pass on the message to Matt. Okay: so far not exactly seeing the professionalism referred to in that intro, but whatever, writing isn't everyone's strong suit. Also, I'd never worked with a shop with a booking system consisting of just "passing the message on"--you have, like, a receptionist/central booking person who has access to the artists' calendars, and you keep on top of shit that way. Or you provide the artist's direct e-mail address, though I certainly get why that might not be the top choice. But again, whatever--maybe Salem Ink finds this system works for them, especially for online inquiries.
I received that initial reply from Loki on June 26. By July 15, I had not heard anything. I wrote to Loki again.
Again I received a prompt reply. Loki called the fact that I'd not heard from Matt "odd" and said he may have just gotten "busy" because, essentially, their shop is just so darned popular. Then he told me to "re-send any message" I wanted to give Matt and he would pass it along. Er, I already gave the whole spiel in the contact form during my initial inquiry, but apparently they didn't have it anymore? So I went through the whole thing again. But, you know, it's cool--stuff happens.
I sent my reply on July 20. By August 4, I had still not heard anything. I wrote to Loki again.
I explained I'd chosen his shop in large part based on the emphasis on respect, so the lack of follow-up was really disappointing. I said I definitely understood being busy but by this point a good chunk of the summer had gone by and I could've had a consult with someone else and/or gotten on someone's waiting list, but chose to stick with Salem Ink, relying on his explicit customer service philosophy. I suggested they might find a way to improve customer communication.
Loki responded promptly. He once again called the situation "odd" and once again cited things occasionally getting missed because they were "busy." He said he'd forwarded my information to Matt "a few times now" and would speak to him.
He got back to me again a few hours later. Apparently Matt said he'd replied to me after the last message Loki had sent him (whenever that was) but he didn't hear back from me, and he didn't follow up because--wait for it--they were "busy."
Loki said maybe Matt's message had gone to my junk folder. (Nope. As I told Loki, I'd done several searches on all my e-mail platforms. Unless Matt used an obscure name/subject line--which, given the level of professionalism here.... But also, given Loki's next comments, I doubt the junk-folder scenario had any merit.)
Loki said maybe Matt's message had failed. (In which case, there would have been a delivery failure e-mail--several, in fact.)
Loki said maybe Matt *mistyped my e-mail address*! (There's this copy/paste function? And also, at that point, it really is just excuses and really is completely your fault.)
Loki "didn't know"; but "whatever the problem was, I'm sorry again we could not help you out."
Um. It wasn't that you couldn't have helped me out. You just DIDN'T help me out. Because the artist was so "busy" I was not worth the time to follow up with. This...sounds familiar.
Technology can fail, no doubt about it. But also: remember the bit about the required phone number field in the contact form, and my emphasis on calling me if needed? (They could've even just asked me to call them.) I pointed this out to Loki, albeit much more cordially.
No response.
So. Not so much with the respect, after all: not for my effort, time, or desire to have the positive experience promised. I live in Cambridge and can't drive, so just dropping by wasn't feasible...but maybe if you actually do physically walk through the doors of Salem Ink, you'll get that experience. I was never given the chance to find out. Seriously, if you can't handle e-mail as a means of customer communication, please don't offer it. It's a respect thing. read more